The document discusses a case study of knowledge management at Xerox Corporation. It describes Xerox's knowledge sharing environments and Eureka System knowledge management tool. It then outlines a problem where call center employees were not using Eureka. To incentivize use, employees received points for solving customer issues that could be redeemed for cash. This led to increased knowledge sharing between employees and improved performance, even for new employees who learned through collaboration rather than the system.

1. Short Case :
Knowledge Management

2. Members of the group
 Albertus (1601219504)
 Ariyanto (1601234606)
 Hendry (1601231680)
 Indra Wijaya (1601216130)
Class : LE11

3. Xerox Corporation
 Is a U.S. based global corporation that sells business services
and document technology products to businesses and
governments of all sizes.
 Has rich environments to promoting knowledge sharing, such
as :
 Online Knowledge Universe (with a catalog of best
practices)
 Chat Rooms for CoPs (Communities of Practice)
 A Company Yellow Pages
 A Public Web site
 Knowledge Street

4. Eureka System
 Is a Knowledge Management system that is used to create
and share knowledge in Xerox.

5. Problem
 Employees in Xerox Customer Service Call Center were not
using Eureka.

6. Solution
 Management decided workers needed an incentive to
change : workers could win points (convertible into cash)
each time they solved a customer problem, by whatever
means.

7. Results
 Winner : Carlos (>900 points)
 An eight-year veteran
 Really knew his stuff
 Never used the software
 Runner-Up : Trish (600 points)
 A few months employee
 had no previous experience with copiers
 didn't even have the software on her machine

8. Trish’s Secret
 She sat right across from Carlos.
 She overheard him as he talked.
 She persuaded him to show her the inner workings of
copiers during lunch breaks.
 She asked other colleagues for tips too.

9. Discussion 1
Q : Based on the Xerox’s short case, do you think “providing
incentive” is the best way for making KM work in the
organization? Why or Why not?
A : Yes, because “providing incentive” is one of the best way
for motivating people in the organization to share and
learn.

10. Discussion 2
Q : Explain the benefits and limitations of using
“storytelling” for capturing tacit knowledge in the level of
individual and group.
A : The benefits : “storytelling” provides a rich context,
remaining in the conscious memory longer and creating
more memory traces than information not in context.
The limitations : The “storytelling” need to be authentic,
believable, and compelling. The “storytelling” need to be
concise so that can be easily understood, remembered,
and acted upon.

11. Discussion 3
Q : “Trish had been with the company only a few months, had no
previous experience with copiers, and didn't even have the
software on her machine.” However, Trish still win big points by
using “storytelling” method. In your group opinion, do you
think Eureka System still important to be used? As a matter of
fact, she did not use the system but she captured the
knowledge.
A : Yes, Eureka System still important to be used because not
everyone can sit next to an expert listen to his/her
“storytelling” all the time. There are also many people that
capture the knowledge by different methods, such as by being
told, doing observation and also by E-Learning. Using Eureka
System is also one of the methods that can be used. Eureka
System also captures the tacit knowledge and makes it
available to anyone who needs it now or for the future
use(explicit knowledge).

12. Discussion 4
Q : Search about “Eureka System and Xerox” in the internet,
and write detail explanation about the use of Eureka
System at Xerox.
A : Eureka System is a KM application that leverages Xerox’s
Web-based DocuShare tool using an Oracle database. By
logging in to Eureka, engineers can now easily document
newly created solutions using various templates via their
office laptops.